Cognition differences and improvement countermeasures of non-technical medical services based on grey correlation analysis.

Purpose The purpose of this paper is to explore the rationality differences of cognition of non-technical medical services in different groups, and to provide countermeasures for improving non-technical medical services. Design/methodology/approach Literature analysis, expert interviews, questionnaire survey and frequency analysis were taken to reveal the influencing factors of non-technical medical services. Grey correlation methods were taken to compare the rationality differences of cognition of non-technical medical services by analysis influencing factors' scores marked by different groups. Findings A total of 12 influencing factors of non-technical medical services were obtained, including doctor's working career, doctor's strict implementation of medical treatment norms and medication guidelines, doctor's service awareness, etc. And rationality differences of cognition of non-technical medical services were confirmed as follows: the doctors' cognition was more reasonable compared with patients; the women's cognition was more reasonable compared with men; the lower aged groups' cognition was more reasonable compared with higher aged groups; and people with doctoral degree had a less reasonable cognition compared with others. Originality/value The authors systematically discussed the cognition differences of non-technical medical services among different people, and provided some countermeasures reasonably.